Complaints

This profile includes complaints for JPMorgan Chase Bank, National Association's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  JPMorgan Chase Bank, National Association

  3415 Vision Dr Columbus, OH 43219-6009

• 

  JPMorgan Chase Bank, National Association

  PO Box 182223 Columbus, OH 43218-2223

• 

  JPMorgan Chase Bank, National Association

  3415 Vision Drive Columbus, OH 43219

• 

  Chase Home Finance LLC

  343 Thornall St Edison, NJ 08837

• 

  Chase Home Finance

  10151 Deerwood Park Blvd Jacksonville, FL 32256

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Chase purchased my loan from ***. As someone who has had a loan in the past, I understand that this happens. However, Chase's system to just access my loan and make a payment has been terrible. After receiving notice this week I can set up my account with them. I attempted immediately to set it up and receive payment. First, in attempting to create a password the system started sending me multiple calls and texts before I could get in. In doing so, I was never able to create a password. As I already created a user name ******************** now needs me to call, verify my identification, and get a code. I call the number they asked me to. The *** Chase has is terrible and cumbersome. After finally getting a live agent I was told I need to speak to another agent in a different department. After being on hold for several minutes I was told the agent was still not available but it was a 24 hour line. I had a meeting to get to, requested the right number, and disconnected. After attempting that number today and dealing with the terrible *** I was told they are closed. I just want to pay my mortgage but Chase's cumbersome system will not let me.

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to Chase mortgage to get a preapproval to purchase a home. During the conversation I was asked for my annual income, which I provided. Other financial information was obtained, and a credit check was done. I was told that I was preapproved for a home in the $565,000 range. I looked for homes and found one for $544,000. I proceeded to put an offer in on the home and paid for a home inspection for $520, which was needed to move forward with the loan. Three weeks after submitting the offer, I was told I no longer qualified for the home. I was told I did not qualify for the home because I didnt differentiate between my base and my bonus income. However, I was never asked to differentiate between these incomes on the intake forms, I was only asked my annual income. I am asking Chase to reimburse me the $520 as they made an error in the preapproval.

  Business Response

  Date: 06/11/2025

  ****, Jessica 
  4:03 PM (9 minutes ago)
  to me, *******
  
  
  Good afternoon:
  
  
   
  
  
  We are still researching the customers complaint and request an additional 20 days to complete our research.
  
  
   
  
  
  Thank you,

  Business Response

  Date: 06/13/2025

  We responded to our customer's concerns. To protect our customer's privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.

• Initial Complaint

  Date:06/02/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Chase bank is charging me for an illegal insurance cost. Chase acquired my loan in 2024. I provided the condo insurance as required. I called to make sure the insurance was correct and obtained confirmation.

  In April, they charged me $786 for "windstorm insurance" (as per the statement), and raised my monthly payments from $1,457.39, to $1,521.28, and now, have set to charge me $1,625.66 in June.

  
  They did not provide a request for insurance, or correction of the insurance provided.

  
  When I called on 5/30/25, they said it was for interior insurance of my condo. The statement says windstorm, the internal insurance was never required, and I was never given the opportunity to get my own. I need a reimbursement for all the extra charges, and a correction of future billing.

• Initial Complaint

  Date:05/30/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sold my home in 2025 and there was an escrow refund check issued in my name and Ex husbands name. House was sold per divorce decree where any of the proceeds are to be paid out 50/50. There is no contact between the two parties after the divorce. The bank issued the check in both parties' name. I am unable to cash the check with both parties' names as the check reads AND so the banks will not cash it. I have spent over a month trying to get them to reissue 2 checks for half with my name. They requested the divorce decree which I provided. They then stated they cannot issue the checks without the other parties sign off. I cannot and will not have contact with the other party and so they are refusing to help further. The escalations *** that keeps dealing with my case ****** ******* has been having phone issues for over 3 weeks now and every time she calls the phone cuts out. I have tried to get her supervisor **** **** on the phone as well but she has yet to call me. They refuse to email me back stating they cannot send outbound emails. After providing the divorce decree they are now requesting that I provide the other parties information which I do not have. Chase and this company are doing everything in their power to try and keep the escrow refund fraudulently. I need a resolution to this and they are not helping.

  Business Response

  Date: 06/11/2025

  From: Falk, Jessica <[email protected]>
  Date: Wed, Jun 11, 2025 at 3:59 PM
  Subject: Lopez, Alejandra BBB Complaint ID 23399155
  To: Catherine McLaughlin <[email protected]>
  
  
  
  
  Good afternoon:
  
  
   
  
  
  We are still researching the customer’s complaint and request an additional 20 days to complete our research.
  
  
   
  
  
  Thank you,
  
  
  Jessica Falk| Business Analyst - Chase Executive Office – Letter Review Team | Chase | 3401 Morse Crossing| Columbus, Ohio  43219 |Email: [email protected]
  
  
   
  
  
  This message is confidential and subject to terms at: https://www.jpmorgan.com/emaildisclaimer including on confidential, privileged or legal entity information, malicious content and monitoring of electronic messages. If you are not the intended recipient, please delete this message and notify the sender immediately. Any unauthorized use is strictly prohibited.
  

  
  

  Business Response

  Date: 06/20/2025

  
  
  Falk, Jessica 
  Wed, Jun 18, 3:40 PM (2 days ago)
  to me, Tiffany
  
  
  Good afternoon:
  
  
   
  
  
  We are still researching the customer’s complaint and request an additional 20 days to complete our research.
  
  
   
  
  
  Thank you,

  Business Response

  Date: 06/26/2025

  We responded to our customer's concerns. To
  protect their privacy, we are not providing you with any details of our
  resolution. Our customer may use their discretion in sharing our response
  directly with you.
  
  

• Initial Complaint

  Date:05/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an additional payment towards principal. Chase automatically applied it to the next upcoming mortgage payment scheduled for the next day and applied that payment to the following month's payment. I luckily caught this, but Chase only agreed to partially correct their mistake.

  The primary issue is that they are refusing to credit my principal payment back to the date it was made, claiming that regulations prevent them from doing so. As a result, they benefit to my detriment as I am paying additional interest due to their misapplication of my payment.
  

  
  Some more details:
  - I have a standing, automatic payment for the 1st of every month.
  - I made an additional payment on March 31. This was an extra principal payment and was never designated for or intended to substitute for the April 1 payment mortgage payment.
  -

  When the payment was made on March 31, Chase incorrectly assumed that the next, regular monthly payment made on April 1 was for the May 1 mortgage payment.
  -

  The March 31 payment should have been treated as an additional payment towards principal effective March 31.
  -

  Chase refuses to credit my payment effective March 31, unjustly enriching Chase to my detriment and charging me additional interest that I should not owe.
  
  This is tantamount to theft by Chase as you are automatically applying extra payments to benefit Chase and by paying extra interest early.

  Rather, extra payments should automatically be treated as additional payments towards principal. If I was was not vigilant in watching my account, Chase would have gotten away with miscrediting my account and be unfairly profiting from my extra payment and I would be losing out on money and unintentionally accruing additional interest which I should not owe.

  
  
  My request to Chase was to simply correct my additional principal payment that I made on March 31 to be applied solely to principal on my account effective as of March 31. Chase has repeatedly refused.

  Business Response

  Date: 05/27/2025

  We
  responded to our customer's concerns. To protect their privacy, we are not
  providing you with any details of our resolution. Our customer may use their
  discretion in sharing our response directly with you.

  Customer Answer

  Date: 05/27/2025

  JP Morgan Chase refused to fix or even acknowledge that there was an issue.  Their position is that they can't retroactively credit a payment, but the underlying issue is that they failed to correctly allocate the funds as of the date payment was made.  I highly suspect JP Morgan Chase will continue to refuse to resolve this matter.
  
  
  
  Regards,
  
  
  
  ***** *********

• Initial Complaint

  Date:05/12/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***** ********* & I (******* ***** were applying for home loan to build with ******** ***** and Chase Bank in Plain City. We were advised by Sr Loan Mgr ****** ***** to try and lock in loan interest rate for loan but were told we should wait until the tariff pause had elapsed around 80 days. On April 22, 2025, ****** reached out & had us sign up for rate lock (a document we can no longer access from Chase). The following day, ****** ***** called me (April 23,) on his personal cell & pressured me into giving him my credit card information to lock in the rate.

  I reluctantly did so believing rate must have been lower and trusting Mr. ***** in his assessment. He locked in rate that day despite it being over 7% at time and did so hastily without warning me that once it was locked in, there would be no refund. This was in contrast to advice he had given us about acting around 80 days if rate was low.

  I have asked Chase to review the phone call but have since found out that they do not record conversations made from personal phones. My fiance and I decided to stop the build and loan process with ******** and Chase Bank on April 26, 2025 due to being unable to afford the monthly mortgage payment.

  Since ****** had locked in the rate, Chase will not refund our $2500 to lock it in. They also will not allow us to be refunded the $500 application fee even though the loan was never underwritten and our homes were not appraised for their values.

  I talked with ******** ******** (Mr. *****'s supervisor) and she was only able to provide me with an escalation case number to be resolved by Chase Escalation Center. 

  They have denied my requests for refunds for both situations and have admitted no wrong doing on the part of ****** ***** nor are they willing to investigate any further. They will not even credit us the money to use towards new loan application.

   

  Business Response

  Date: 05/22/2025

  From: ****, ******* <****************************************************************************>
  Date: Thu, May 22, 2025 at 3:34 PM
  Subject: ****, ******* BBB Complaint ID ********
  To: ********* ********** <****************************************************************************************>
  Cc: ********, ************************************************************************************************************************* size="1">
  
  
  
  Good afternoon:
  
  
   
  
  
  We are still researching the customers complaint and request an additional 10 days to complete our research.
  
  
   
  
  
  Thank you,

  Business Response

  Date: 05/23/2025

  We
  responded to our customer's concerns. To protect our customer's privacy, we are
  not providing you with any details of our resolution. Our customer may use
  their discretion in sharing our response directly with you.

  Customer Answer

  Date: 06/03/2025

  From: '******* ****' via Dispute Resolution - Shared Inbox <**********************************************************************************************>
  Date: Mon, Jun 2, 2025 at 5:51 PM
  Subject: BBB complaint number 23318419
  To: Better Business Bureau <**********************************************************************************************>
  
  
  
  
  
  
  Hello BBB,
        I did receive a phone message from ****** ******* from Chase Bank Executive Offices that they were not going to refund the rate lock deposit amount of $2500 nor the $500 application fee. I have attached the documents that they sent to *********** as I opened a dispute with them as well through ************
        When I talked with ****** *******, I asked if they were able to review my interactions with ****** ***** as they record phone calls at Chase. She stated that they could not review the phone call that he made to me since he used his personal cell phone number. I do believe he chose to use his personal cell phone so as not to have any record of his conversation with me as it was a time that he likely would have been at the Chase Branch itself. Immediately after we withdrew our loan application, all of our files in the Chase app were deleted and were no longer visible by myself or my fiance. 
        I did try and return the call to Miss ******* but was only able to leave a message. It has been over a week and I have not heard back from her. To my knowledge through the documents they have provided and my many phone calls with Miss ******* and the Chase ****************** Chase has refused to investigate my complaint that I was pressured by ****** ***** and misled to make a ***** decision on locking a higher rate than my fiance and I would have liked to. The loan was in its infancy and there was no need to lock in a rate at the time he suggested we lock it in. They have only made their decisions based on the documents I have signed that are attached and have failed to look at how Mr. ***** communicated and misled the rate lock option to us. 
  
  
  Thank you for your time and your consideration with this. 
  
  
  ******* ****

• Initial Complaint

  Date:05/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1st: NOTE: My phone has a spam blocker on it. You must follow prompts, press the correct key, for phone to ring on my end or lve msg.

  
  
  This complaint is regarding a mistake made in posting an extra Principal payment to my Chase Mortgage account, problems fixing it, & request for audit to verify correctly fixed.
  

  
  I wrote check to Chase Bk for $1,000 to be applied as EXTRA PRINCIPAL payment on my mtg loan. It was posted to my personal bank on 6/18/24.
  
  My Chase mtg statement dated 6/01/24 shows an unpaid principal balance of $23,454.62 & Principal paid to Date as $1,012.35 which I assume to be correct.

  
  
  On 6/17/24, I received another mtg statement showing they applied the money wrongly, applying broken up to principal and interest, in a way I can't even figure out. The interest & principal paid was completely way off. The unpaid Mortgage balance was $22,854.79. All wrong and now since the $1,000 was not applied strictly to the principal, the next month's due calculations are wrong.
  

  
  I called, and someone said they could fix it. I do not recall who I spoke with.
  

  
  Then another statement 6/27/24 showed my mortgage balance as $22,454.62 and the Principal Paid Yr to Date as being correct at $2,012.35 reflecting the $1,000 payment. HOWEVER, the Principal and Interest paid for the MONTH was changed & wrong again. I became confused trying to reconcile it.

  When my tax Form 1098 came, I tried again to recalculate but nothing matched.
  
  I called & asked for an audit of my mortgage payments for last year starting in Spring of 2024 thru the end of year before filing my taxes, but nothing came!

  I was forced to file my taxes without correct information. So I went to website & wrote a request for the audit, so it was documented.

  
  
  Finally, I just received a print-out of my payments in the mail; no letter or explanation of anything corrected or checked.

  
  
  I want to know this loan got audited, corrected and get an explanation of what was corrected, not just a computer print-out!!
  
  

  Business Response

  Date: 05/14/2025

  We responded to our customer’s concerns by letter. To protect their
  privacy, we are not providing you with any details of our resolution. Our
  customer may use their discretions in sharing our response directly with you.

  Customer Answer

  Date: 05/19/2025

  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an escrow account to pay property taxes and insurance. I went to download statements to see the last 12 months of activity and balance. This is not available on my online banking. I called to get this info. It is not available to the consumer. This is a bank account with my money in it. I should be able to see the balance and activity like any other account - even though its designated for a certain purpose. The customer service agent just pointed me to the escrow analysis which is a dated projection of the activity and balance but was not accurate for any month I reviewed. I would like to see the accurate and real balance of my escrow account.

  Business Response

  Date: 05/14/2025

  We responded to our customer's concerns. To protect their privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.

  Customer Answer

  Date: 05/14/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23289118

  I am rejecting this response because: 

  I did receive a call from ** ****** Chase on this matter. The customer *** was nice but she confirmed that they do not have a way of providing a customer with bank activity - including the current balance, of an escrow account for ********************** servicing. My loan has been bought and sold many times over the years. With every other mortgage servicer I have had access to view and confirm my escrow activity and balance. In one instance I caught an error, contacted the bank and got this corrected. For this reason seeing my escrow balance is important. I believe Chase has the resources to make this information available to its customers but chooses not to.  I appreciate Chase calling me in a timely manner, but just confirming the same info I already knew (which is the reason I initiated this complaint), does not resolve this matter. 

  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:04/23/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband was a veteran and passed abruptly 4/12/2020 he died I brought in death certificate end of 2020 beginning of 2021 I have been in 4 times since then trying to consolidate 1&2 mortgage 2 mortgage I didnt know about it was only in deceased husband name I tried to consolidate or refinance I never herd anything back from anyone no denial letters nothing

  I hired a attorney for my estate I am 85 he high lighted some paper work showing chase response of deceased husbands loan stating I was not liable

  I was told if I didnt pay 2 loan jpmorgan would foreclose and evict us all the other accounts have been changed to me

  well after 1 year after they notified me they continued to take autopay for 2nd mortgage out I never gave permission to take out of my account was never contacted to discussed loan I have no knowledge of loan agreement they refuse to talk to me about modifications refinance nothing

  as of April 5 I told them to stop auto pay and asked for reimbursement for not following state codes April *************************************************************** on April 22 and refused to leave until something was done I talked to ***** **** she took my info and said there is no problem credit is good income and equity in house I asked why havent I been approved then. she didnt know. I replied could it be second mortgage in deceased husbands name she replied maybe I gave her his name and account number she couldnt find it nobody at bank could find second mortgage either.

  I am shaken stressed and discussed cant sleep breaking out in rash exhausted if loan doesnt go in my name my quadriplegic daughter and my college going grand daughter may get foreclosed on and evicted if I pass

  please help

  lawyer says keep paying

   

  Business Response

  Date: 05/07/2025

  We responded to our customers concerns by letter. To protect their privacy, we are not providing you with any details of our resolution. Our customer may use their discretion in sharing our response directly with you.

• Initial Complaint

  Date:04/17/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed 2 applications with Chase for a mortgage loan on a property, as well as a auto mobile upon the application being sent to underwriter it was denied due to my credit.

  I understand sometimes there’s confusion sometimes between policy and law but this here is clearly a federal violation in accordance to 15 USC 1611. I’m giving full faith in credit in pursuance to 18 USC 8, Federal Reserve Act Sec 16 Application to Notes my application is what creates the line of credit being issued as the bank is just the borrower in accordance to 12 USC 1431, Credit Reporters are private companies who illegal obtain personal information and sell to legitimate business for there needs neither of these private companies credit reporters or bank have any authority over decision making on my money it is unlawful. Federal Reserve Act states with this application the bank will be accredited the amount applied for therefore how could I be denied if my application is what created the money by law. 

  Business Response

  Date: 05/01/2025

  We responded to our customer's concerns. To protect their privacy, we are
  not providing you with any details of our resolution. Our customer may use
  their discretion in sharing our response directly with you.